Customer satisfaction essential for hospitals' success

Press Ganey scores on things like foodservice determine amount of Medicare funds a hospital receives.

March 20—The picky patient who complains about hospital food or a wait in the emergency room could mean the difference between a hospital getting a full Medicare reimbursement and a reduced payment beginning this fall.

The stakes are higher than ever for hospitals to improve the patient experience. Starting in October, it could mean millions of dollars for hospitals as patient satisfaction for the first time is factored into how much Medicare reimburses for the care of senior citizens.

"One bad meal can mean a bad patient satisfaction score," said Fred Brown, managing director for consulting firm Ducker Worldwide in Troy.

And Metro Detroit hospitals are jumping into action, retraining employees in customer service and offering perks such as made-to-order room service meals and VIP lounges to cater to patients and their families.

"The luxury of the rooms is becoming an important factor, and the kind of food you're getting is becoming an important factor," Brown said.

More From FoodService Director

Ideas and Innovation
chicken wings

We started advertising our chicken wings as halal wings with assorted sauces. Our inspiration was to inform customers of an option that was available but not widely known. By changing our approach to our marketing efforts, we were able to exponentially increase participation in the consumption of our halal menu items.

Managing Your Business
busy kitchen

While catering a wedding for a previous employer years ago, Rahul Shrivastav—now director of catering at University of Michigan—found himself in a panic when an elevator malfunction put salad service on hold. “The wedding was in a very old building and the elevator had issues,” he says. “We had 200 plated salads in the freight elevator when it got stuck. The dinner needed to start—they were doing their toasts.” In a panic, Shrivastav hustled up a plan B: His team would station a chef outside the ballroom, and he’d plate new salads right there.

Luckily, the elevator was fixed in...

Ideas and Innovation
shrimp lemon

In an interview with Bon Appetit magazine, Victor Clay, a line cook at Nobu Dallas in Texas, reveals his two simple tricks to prep an average of 15 to 20 shrimp per minute.

First, use kitchen shears to split the back of the shrimp. Then, before removing the vein, run the shrimp under cold water, which will loosen the vein. This cuts down on cleaning time, and prevents cooks from having to soak and rinse the shrimp afterward.

Menu Development
beau rivage resort blended burger

Stealth health is so 1998. When author Evelyn Tribole’s original book on sneaking healthy add-ons into meals was published nearly 20 years ago, there may have been a genuine nutrition need to fill. But as today’s diners are increasingly requesting more produce at the center of the plate, another need has taken the lead: a desire for creativity. Here’s how operators are openly blending meat with other ingredients—or eliminating animal products entirely—to take protein to another level.

In April, dining halls at Yale University in New Haven, Conn., began offering the Beyond Burger, a...

FSD Resources